About this role
Job Title: Guest Relations Agent
Department: Guest Relations
Inspired and Supported by: Guest Relations Manager
Salary: £32,533 per annum including service charge
Your purpose will be: To deliver an exceptional, seamless guest service experience where process becomes an illusion and personalisation is perfected. Building meaningful relationships with our guests throughout their stay ensuring future loyal guests.
You will be accountable for:
Passionately and expertly creating a 5 star luxury guest experience, characterised by flawless efficiency and authentic emotional connection
Taking ownership of any guest request which comes your way seeing it through until completion
Maximising internal communication networks, adapting to new working methods and supporting all key players to ensure a smooth guest journey
Your key responsibilities & contribution will be:
Ensuring the Front Hall is covered at all times and providing a warm welcome for all guests.
Greeting valued guests and assisting them with any requests, ranging from arrival to departure needs.
Reviewing all arrival reports and ensuring that VIP information is shared with the FOH teams.
To confidently assist the Guest Executives in all elements of the front desk operation including arrivals, check out and billing.
To drive revenue through upselling and cross selling.
Communicating clearly with other teams and through RSM to ensure efficient service for our guests.
Seeking opportunities to surprise and delight our guests.
To meet all service standards in every guest interaction.
Building connections with our guests during their stay when meeting them in the Front Hall.
To pay keen attention to guest preferences and update profiles accordingly.
What you will need to do in this role?
1 – 3 years’ experience in a luxury hospitality environment
Excellent communication skills, both verbal and written with the ability to communicate effectively with people of all levels
Enthusiastic and positive personality with the ability to build trusting relationships
Ability to multi task and problem solve in a fast paced environment
Keen eye for detail
Flexibility to work different shifts
Knowledge of OPERA Cloud
Previous experience of guest complaint handling and going the extra mile to meet guest needs
Knowledge of Seven Rooms Opentable, Silverware
Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.
What’s in it for you?
Competitive salary, pension, and life assurance
31–33 days of holiday (including public holidays)
Cashback for wellbeing/healthcare expenses & Perkbox
Exclusive discounts:
Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included)
50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants
20% off at other Gordon Ramsay restaurants and Restaurant 1890
Free stay at The Savoy after probation
Colleague restaurant, interfaith prayer room and wellness room
Laundry services for all colleagues
Gym access, cycle-to-work scheme and Virgin Active membership discount
Season ticket loan for commuting
Employee assistance program
English classes, optician reimbursements, and local discounts for F&B and retail